My List0

We've now made it easier for you to research and save your favorite keynotes speakers. Click on the + sign to add a speaker to your Speaker List and email your favorites to colleagues and friends.

using System.Text.RegularExpressions;
Jon Picoult, Business Speaker

Jon Picoult

    • Customer Experience & Leadership Expert
    •  Helps Organizations Capitalize on the Power of Loyalty
Full Bio
In Person-Fee 🛈

$15,000 - $20,000

Virtual Fee:

Please Inquire

Travels From


Have You Ever Been eSnubbed?

Have You Ever Been eSnubbed?

Why “Customer Experience” Is Bigger Than “Customer Service”

Why “Customer Experience” Is Bigger Than “Customer Service”

Employee Experience and Leadership Keynote

Employee Experience and Leadership Keynote

The Best Service & Recovery Story Ever!

The Best Service & Recovery Story Ever!

Customer Experience Keynote Preview

Customer Experience Keynote Preview

Jon Picoult helps companies impress their customers and inspire their employees, creating raving fans that drive business growth.  He is the Founder of Watermark Consulting and a noted authority on customer experience. 

A sought-after business advisor and speaker, Jon’s insights have been featured in dozens of media outlets, including The Wall Street Journal, The New York Times, NBC News and Inc.  He has worked with some of the world’s foremost brands, collectively representing over 750,000 employees and $500 billion in annual revenue.  Jon helps organizations capitalize on the power of loyalty – both in the marketplace and in the workplace.

Jon’s philosophy is simple:  With every interaction, businesses win or lose share.  Each touchpoint – be it with customers, distributors, or even employees – presents an opportunity to either build brand loyalty or erode it.  He helps companies capitalize on this concept by creating end-to-end brand experiences that don’t just satisfy but impress.

Prior to establishing Watermark, Jon held senior executive roles at Fortune 100 companies – leading service, operations, distribution, technology, sales, and marketing.  Early in his career, Jon earned the distinction of becoming the youngest executive officer in the over 150-year history of a leading, global financial services company.

Jon received his A.B. in Cognitive Science from Princeton University and his M.B.A. in General Management from Duke University.

Here are three key things you should know about Jon:

First, he’s walked in your audience’s shoes.  Jon has addressed audiences around the world – but he’s not a career consultant or academic.  Most of his professional life was spent as a senior executive at Fortune 100 companies, leading service, operations, technology, sales, and marketing.  So, when Jon shares his strategies for cultivating customer and employee loyalty, he’s not just speaking from a textbook… he’s speaking from experience.

Second, he’s a thought leader.  Jon’s insights have been featured by leading media outlets and he has advised some of the world’s most admired companies.  He is the author of one of the most widely-cited studies on the ROI of great customer experiences.

Third, he goes beyond platitudes.  The most important day of your event is the day after it ends.  Will people apply what they learned, or get distracted by the whirlwind of day-to-day business?  Jon won’t leave your audience with platitudes – he’ll captivate them with engaging examples, entertaining business stories and actionable advice that they can truly put to use back in the office.

The Art and Science of a Great Customer ExperienceTM 

How do you get your business to stand out from the crowd?  Many sources of competitive differentiation can be fleeting – product innovations can be mimicked, technology advances can be copied, and cost leadership is difficult to achieve let alone sustain.

But as Jon Picoult describes in this presentation, a great customer experience can deliver tremendous strategic and economic value to a business, in a way that’s difficult for competitors to replicate.

Filled with compelling statistics and fascinating case studies, this program will give your audience specific, actionable ideas for enhancing their firm’s customer experience.  Topics covered include:

  • What great companies know about the difference between “customer experience” and “customer service.”
  • How great experiences boost financial results and accelerate business growth.
  • The current state of customer experience in the marketplace and the competitive opportunity it implies.
  • The link between a company’s employee experience and its customer experience.
  • Time-tested principles used by legendary companies to actively manage and differentiate their customer experience.

Don’t Just Make It Easy…  Make It Effortless!

Lots of companies fly the “easy to do business with” banner.  Few ever actually fulfill that promise, as most consumers can attest.

In this fascinating talk, Jon Picoult will challenge your audience to raise the bar – so they seek to make it not just easy for customers to do business… but effortless.

Using eye-opening statistics and amusing real-world examples, Jon explains why an effortless customer experience is such a rare and powerful competitive differentiator.  Topics covered include:

  • What bad “customer effort” is and why it saps brand loyalty.
  • How you can detect drivers of bad customer effort, in sales and service interactions.
  • Why it costs less to deliver an effortless customer experience.
  • How you can create a more effortless experience – quickly and cost efficiently.
  • The critical connection between “employee effort” and “customer effort.”

Grow Your Business “On Purpose”

Many businesses focus on what they do, but fewer focus on why they do it. 

In this presentation, Jon Picoult opens people’s eyes to the concept of a purpose-driven brand – that is, an organization whose “reason for being” goes well beyond the traditional measures of success (e.g., creating shareholder value or growing revenues).

It’s an approach that’s worked exceptionally well for companies spanning a variety of industries – Patagonia, USAA, and Southwest Airlines among them. 

The program includes mini-case studies of those organizations and others which have established a compelling brand purpose that engages customers and employees alike.  Topics covered include:

  • What is “purpose” and how does it differ from “mission”?
  • Why is purpose so vital – to leaders, employees, and customers.
  • Why is purpose good for business?
  • How should an organization go about defining its purpose?
  • The “5 D’s” – a short list of essential principles for creating and fulfilling a purpose-driven brand.

The Forgotten Customer:  A New Perspective On Winning The War For Talent

Many businesses are routinely ignoring one of their most important customers.  As a result, they’re not only tarnishing their brand, but they’re also losing the war for talent.

Based on Jon Picoult’s popular New York Times feature, this presentation offers a compelling case for viewing employment candidates as customers.  It illustrates how companies can turn administrative recruiting touchpoints into persuasive marketing opportunities that help draw talented people into an organization.

The program also highlights the often overlooked connection between job applicants and actual customers, demonstrating how recruiting interactions can influence your company’s brand and shape consumer perceptions.  Topics covered include:

  • Why the “applicant experience” is broader and more influential than you think.
  • Why talent acquisition is a business like any other – product, provider and customer.
  • What job applicants think of companies’ current recruiting experiences.
  • What companies have to gain from a great applicant experience.
  • How customer experience management principles can be applied to the recruiting arena.

Lessons From The Apocoflix:  Navigating People Through Change

It was the day Netflix customers saw red – July 12, 2011.  That’s when the company announced a series of changes, including an increase in prices and a spin-off of its DVD rental business. 

Customers revolted against the moves, and Netflix employees weren’t too happy about it, either.  Within three months, the firm lost nearly a million customers and saw its stock price plummet by over 75%.

In this fun and interactive presentation, Jon Picoult uses the Netflix debacle to illustrate key principles for successfully navigating customers and employees through significant change.  Topics covered include:

  • Why people typically reject change.
  • Twelve essential strategies for helping people embrace change.
  • How to inspire people to change, rather than force them through it.
  • How personal leadership behaviors can remove obstacles to change.
  • The importance of “choreographing” the change experience.

It’s All In Your Head:  Cognitive Science And The Customer Experience

The mind works in mysterious ways.  When people interact with a business, their satisfaction and loyalty are shaped by how they perceive, process and remember those experiences.

In this fascinating presentation, Jon Picoult describes how companies can capitalize on cognitive science to create a stronger, more memorable customer experience.  From improving sales close rates to building positive word-of-mouth to enhancing employee engagement – you’ll find the principles outlined in this program to be invaluable.  Topics covered include:

  • How memories are formed and then shape customer perceptions about your business.
  • Why some business brands inspire intense consumer appeal, while others fall flat.
  • How customers can be satisfied – even if your customer experience is far from perfect.
  • How service failure can turn everyday customers into loyal brand advocates.
  • How common cognitive biases can be turned into competitive business advantages.

Speaking Topics:

Related Speakers

Jess Ekstrom

Jess Ekstrom

Founder of Headbands of Hope

Robert Richman, Speaker

Robert Richman

Corporate Culture Architect

Joe Mull, CSP

Joe Mull, CSP

Host of the instructional YouTube series Your Practice Ain’t Perfect

Tom Flick, Speaker

Tom Flick

Former NFL Quarterback

Mina Guli, Speaker

Mina Guli


Chunka Mui, speaker

Chunka Mui

Author of Unleashing the Killer App and Billion Dollar Lessons.

Aaron Carroll, Speaker

Aaron Carroll

Distinguished Speaker on Healthcare

Cathy Rush, Crisis Management Speaker

Cathy Rush

John Wooden of Women’s Basketball

Bobbi Brown, CEO's Speaker

Bobbi Brown

Makeup Artist and Founder

Scott Deming, Speaker

Scott Deming

Customer Service Guru

Kelsey Tyson, Change Speaker

Kelsey Tyson


Carolyn Taylor, speaker

Carolyn Taylor

Founder & Executive-chair of Walking the Talk



I just wanted to thank Matt Meyer and Sheryl Moon for their meticulous assistance with identifying, securing and preparing our chosen guest s..

Testimonials | TraceLink | Executive Speakers

This was my first experience using ESB to locate and secure a keynote speaker for my Corporate event. They were extremely easy to work with a..

AngMar Medical Holdings

"Matt Meyer was really wonderful in assisting me to find the correct keynote speaker for our conference. Jenny Foreman was completely on top ..

The Anchor Group

"As always, Executive Speakers Bureau helped us execute another flawless event. It is always so reassuring to know that you have a team behin..

Texas Hospital Association

"What stands out about the times I have worked with Executive Speakers Bureau is their lightning-fast response time. ESB’s account exec..

Keynote Speaker

"I've worked with Richard and ESB for many years and he's always able to deliver for us. He works hard to meet your speaker goals within the ..

Chem Dry

"Angela is the best!!! I can always count on her honest feedback about speakers. She helps me look like a hero to my company!"

Testimonials | Medtronic | Executive Speakers

"ESB continues to deliver great options for us as we plan our event each year."

Testimonials | Arkansas Heart Hospital | Executive Speakers

“I am banging my head against the wall right now for all the times I have done this without using Executive Speakers Bureau. This ..

Clorox Client

"The conference was an immense hit – we certainly raised the bar in our company on how conferences are planned and executed. You and yo..

Testimonials | Benchmark Global Hospitality | Executive Speakers
Need Suggestions? Have Questions?

Need Suggestions? Have Questions?

Call to discuss how we can you help find the right speaker(s) for your organization.

Get Ideas in 1 hour or less

Executive Speakers Bureau consistently receives praises about our speed and efficiency. From the beginning of your event planning, our extensive online speaker database and resourceful staff allow us to quickly equip you with the best speaker for your event.

Need a last minute speaker? No worries. Our speed and efficiency help us give you ideas for speakers in one hour or less.

Please fill in information below